Search: find tickets assigned to others

com_tom

Currently it is not possible for staff to find/access tickets assigned to others stuff members.

Is it possible to make tickets accessible for all staff of the same department. I still want to hide them in the normal ticket view, but if staff is using the search function all tickets including assigned tickets should be found.

I guess I have to (simply) change the database query in php. Maybe anyone can give me a glue where the code part can be found (i am not a programmer).

abis

Currently it is not possible for staff to find/access tickets assigned to others stuff members.
Is it possible to make tickets accessible for all staff of the same department. I still want to hide them in the normal ticket view, but if staff is using the search function all tickets including assigned tickets should be found.
I guess I have to (simply) change the database query in php. Maybe anyone can give me a glue where the code part can be found (i am not a programmer).

if you want this i think is better to include yourself in Managers group, i dont think is ok to view a ticket already assigned to other staff... is him job... and if he can't do it, he can just reassign the ticket to you or the other staff from Managers group will do it for you.

com_tom

I have add my user account to Managers group, but I can find/access tickets assigned to others. If I add it to admin, it works.

It is an issue if a customer call and the ticket owner is not available. So I think is is a common use case that other staff can access a ticket of others.